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What to expect of our repairs service

Help us deliver your repair safely during the coronavirus outbreak

Update on our repairs service

If you had a repair booked with us before 23 March 2020 cancelled because of coronavirus, we are now issuing these to contractors who will be in touch with you directly to book appointments.

Please note that we have several months’ worth of work to deliver so you may not be contacted to arrange your repair straightaway. 

We have now returned to a full repairs service. To find out more, visit our repairs and maintenance page.

To report a repair, please contact our customer service centre by calling 0300 456 9996.

Planned works

The works we are now delivering are individual repairs requested by residents before the coronavirus lockdown.

Larger, planned works, which require us to be in your home or building for longer (for example: cyclical decorations or the replacement of kitchens, bathrooms, roofs, doors and windows) have not yet resumed.

We'll be in touch with affected customers to let you know the new schedule for these works directly.

How to help us deliver your repair safely

Although some coronavirus restrictions have eased, the Government still requires that we take certain measures to help prevent the spread of the disease. Please don’t be offended when we call you before we arrive to find out if you’re ill or have been self-isolating. If we can’t get through, we’ll come and knock on your door to check.

If you’re unwell but your repair is critical, we’ll put special measures in place to get your repair done. If for any reason this isn’t possible, we’ll talk to you about whether there’s another way we might be able to gain access and sort the issue.

Our maintenance team will use appropriate PPE (Personal Protective Equipment) when visiting your home. This is to protect our team and you as they go about their work.

Keeping in touch

We will announce any major changes to our repairs strategy on this webpage, and by text to residents who have given us permission to contact them in that way.

For now, please continue to get in touch only if you have a critical repair.

Have a question?

Visit our help and advice pages on coronavirus